intelligence

The drive to enrich customer experience

Published by Nokia Siemens Networks

It is a sign of the times – communication service providers (CSPs) are starting to emphasize the quality of their all-round customer experience rather than just the raw speeds or other technical features of their offerings. Take O2 – in the UK it has been advertising its Home Broadband service as “voted number one in customer satisfaction”. Meanwhile, Vodafone’s CEO, Vittorio Collao, told investors in late 2008 that one of the core pillars of its strategy now is to ”…drive operational performance through customer value enhancement”.

Overall, according to research by Nokia Siemens Networks, a majority of CSPs are taking steps to become more ‘customer-centric’ and put deeper customer insight at the heart of their plans to provide more value.

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